More Than a Buzzword: How to Improve Customer Experience & Loyalty
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“Customer experience” continues to be a buzzword in the insurance space, but what many studies and commentaries fail to illuminate is how quickly today’s consumers will change agents or carriers based on a single negative experience. You need the latest tools and ideas to improve customer experience for better customer retention. By giving clients what they want, you will also build long-term loyalty and unlock new opportunities to grow your business.
Join this complimentary webcast, which will examine case studies that illustrate the successes and challenges of launching a tech-driven, customer-centric business model. You will leave with an understanding of:
- How customer-centricity supports your goals and the dangers of skipping this step in today’s market
- Tools to help you evaluate the success or failure of fresh customer experience initiatives
- When to specifically task an executive with managing customer experience strategy
Vice President of Research and Consulting
Kevin Rall is a Vice President of Research and Consulting at Novarica. With more than 25 years of insurance technology experience, he is an expert in IT strategy and assessments, digital transformations, cloud strategy, core systems modernization, cybersecurity governance, agency portals and connectivity, customer experience, CRM, and marketing automation. Kevin’s insurance industry experience includes executive roles in IT, underwriting, sales, and marketing. Prior to joining Novarica, he held senior leadership roles at Deloitte Digital; Accenture; and Ohio Mutual Insurance Group, where he served as the Vice President of Underwriting and Sales. Kevin is a graduate of NC State College.
Customer Experience & Insights Executive, Voice of the Customer (VOC)
CSAA Insurance Group, an AAA Insurer
Erron joined the CSAA Insurance Group in 2013 to lead a team of Customer Experience professionals to incorporate the Voice of the Customer (VOC) into every aspect of company operations. VOC provides a 360 degree view of the customer, including traditional market research, segmentation/targeting, customer analytics, customer feedback/closed loop programs and journey mapping. She established a customer vision and strategy and led a cross-functional program that helped the company gain ground in all five J.D. Power insurance studies and win the Harris Poll Insurance Brand of the Year twice. Erron has more than 20 years of experience in strategic marketing and customer experience, primarily within Financial Service and Subscription consumer services. She holds a B.A. in psychology with honors from Stanford University and earned an MBA and MA in International Studies from U.C. Berkeley.
Manager, Partnerships & Alliances
Karolina is the Manager of Partnerships & Alliances at SPLICE Software, and holds a Bachelor’s Degree in Business Administration, with a Minor in International Business from Mount Royal University in Calgary, Canada. Karolina specializes in international growth and relations, as well as business plan development—and leverages these skills in her position at SPLICE. She spearheads the growth and development of SPLICE’s partner program within the insurance industry. This has led her to be recognized as one of IASA’s Young Professionals Under 30 in 2018 and a recipient of a Bronze Stevie Award for Women in Business in 2017.
Most Insurance, with offices in Tampa, Fish Hawk and Dade City, Florida
Craig Most is principal of Florida’s Most Insurance and president of the American Insurance Marketing and Sales Society (AIMS). He has been in the industry for 16 years. Most Insurance specializes in preferred personal and commercial insurance lines.
McClain Insurance Services
Claudia is founder and president of McClain Insurance Services in Everett, Washington. She loves working with a team of experienced insurance professionals who care so deeply about protecting clients’ belongings and savings. McClain Insurance Services has grown dramatically since its beginning in 1977, thanks in so small part to its award-winning customer service and innovation strategies. A mother and grandmother, Claudia also serves on the board of the Everett Public Schools Foundation.
Vice President of Industry Relationships & Partnerships
Doug is the Vice President of Industry Relations & Partnerships at Vertafore. He joined Vertafore 9 years ago and leads our team that looks towards industry trends and manages strategic partnerships, including the Orange Partner Program members and industry organizations such as IIABA, InVEST, ID Federation, and ACORD. He brings 35+ years of software and technology experience having worked at companies that provide solutions to a variety of industries including Insurance, Healthcare, Apparel, Professional Services, High Tech, and Manufacturing.